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THIS WEEK

AI: What it can't do

From immemorial times to modern day, hospitality is enduring and in the ever-changing future - will continue to be so. Providing food and shelter to the traveler has been the bedrock of civilization. Of all the technological developments that have read more...

The creation of culture

I never cease to be amazed by the number of organisations that believe a sign or two on a wall is sufficient to drive employees towards delivering great service or instilling the value of quality and dedication. Then there are read more...

LAST WEEK

AI: What it can do

Metaverse was the buzz word in 2022 only to be replaced in 2023 by the king of buzz words – Generative Artificial Intelligence (AI). Almost immediately, AI dominated the conversation at forums, at business gathering and at the dinner table.   Technology read more...

Customer hospitality is bigger than guest service

Colleagues, suppliers are vital customers too   In the lodging industry, we tend to think of our customers as “guests,” reflecting the foundational concept of, “treat our guests as you would those visiting your own home.” However, customer hospitality is the philosophical read more...

Fast food has a Gen Z problem

Gen Z doesn't see fast food the same way as older generations.   Diners in the age group are less likely to say that fast food is a good deal, Morning Consult found.   For chains like McDonald's, the solution isn't as simple as $5 meal read more...

MOST READ

Why are employees not on the same page?

Off Premises Growth Academy senior partner Erie Dardick wrote something in the Catering Specialist that caught my eye. Whilst eating burritos in a certain grocery store, he looked up their website which listed catering as one of the services the read more...

Touch and tech: tug-of-war or hand-in-hand?

I’ve been in the hotel industry for over 45 years. Many erstwhile colleagues whom I worked with have called it quits and quietly gone into retirement, I haven’t. Yes, I’ve eased my foot off the pedal but I’ve not taken read more...

Getting to know your guests

The closing moments of every guest’s trip, for example, taking a ‘break’ from work – begins as a dream; a dream of a wonderful vacation, a dream of a blissful romantic escapade or an exhilaratingly relaxing getaway.   With dreams come expectations. read more...

If Jack Nicholson were your customer

I heard the late, great Fred Newell once talk about a Jack Nicholson exchange with a waitress in the movie “Five Easy Pieces” that illustrated how rules or company policy can generate conflict with customers instead of giving them what read more...

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